Customer Service & Retention Specialist

Waste Pro; Sanford (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Waste Pro in Sanford, FL is seeking a Customer Service Representative to handle incoming calls and serve as the primary contact for customers. You will resolve issues, quote new services, and establish accounts, collaborating with multiple teams to meet call center objectives.

The role emphasizes high-volume, rapid-response service, accurate information, and customer advocacy, with opportunities to cross-sell related products and services.

Qualifications

• Ability to handle a heavy volume of calls in a professional and efficient manner.
• Excellent verbal, written and analytical skills.
• Computer proficiency in MS Office and strong typing skills.
• Ability to multi task and prioritize work activities.
• Ability to react well under pressure and treat others with respect.
• Ability to identify and resolve problems in a timely manner.
• Ability to balance team and individual responsibilities and help build a positive team environment.

Responsibilities

• Answers incoming calls.
• Assists existing commercial and residential customers in resolving issues.
• Provides service quotes for new customers.
• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Provides customer retention by offering alternatives to cancellation requests.
• Averages answering approximately 100 inbound calls per day.
• Averages answering calls in fewer than 12 seconds.
• Identifies opportunities to cross-sell additional products and services.
• Interacts with customers and Waste Pro employees to resolve issues and escalate complex matters.
• Serves as the customer's advocate by coordinating with the right department.
• Supports other service lines when required.
• Uses Tower system to gather information and update records.
• Cross-trains with Operations, Sales, and Billing.
• Strives to meet or exceed call center goals for productivity, quality, and timeliness.

Skills

High call volume handling

Verbal communication

Written communication

Analytical skills

Multi-tasking

Teamwork

Typing speed

Customer service

Tools

Tower system

MS Office

Job description

Waste Pro in Sanford, FL is seeking a Customer Service Representative to handle incoming calls and serve as the primary contact for customers. You will resolve issues, quote new services, and establish accounts, collaborating with multiple teams to meet call center objectives.

The role emphasizes high-volume, rapid-response service, accurate information, and customer advocacy, with opportunities to cross-sell related products and services.